Assistant Guest Services Manager

Job Description

BASIC FUNCTIONS/SCOPE:

Under the direction of the Guest Services Manager, the position is responsible for ensuring the effective and efficient operation of the Concierge/Guest Services department. Ensures a high degree of guest satisfaction and return through development of relationships with guests and vendors alike. Assists the Guest Service Manager in setting and implementing short- and long-term objectives to maximize the Guest Services Department’s service levels and effectiveness.

DUTIES/RESPONSIBILITIES:

Acts without prior approval and with full authority within his/her scope to ensure all Jefferson Hotel policies and procedures are followed.

Ensures all guest services and contacts are provided in the most proper and professional manner and are of the highest caliber. Adheres to the strict operating principles of The Jefferson Hotel.

Helps develop, update/modify and participate in training programs for staff including the Forbes and AAA Standards, maintaining high morale, minimizing turnover, and concentrating on staff development on a consistent basis. Always think proactively and implement new services, outside of establishment ones and in “listening to guests” to maximize the standard of service. Includes the training of New Hires in all areas of Guest Services.

Ensures that all memos, logbooks, messages, VIP lists, special attention lists, function sheets, etc., are updated and provided to all staff, Ensure all team members have a thorough knowledge of events and happenings on daily basis.

Assess guest complaints / concerns taking proper, prompt, and effective corrective action to ensure the best possible satisfaction to our guests.

Maintain effective communication with all sales and operating departments to ensure those team members are kept informed of any information of direct concern to them.

Will assist in administrative responsibilities including payroll and scheduling of staff.

Maintain maximum lobby presence during shifts to ensure a welcoming environment for guests and be visible at all times.

Complete Palm Court and adjacent public area walk-throughs during the shift, ensuring complete cleanliness and ensuring all staff are in proper attire. Address the issue directly or with department heads. Contact Security for any Housekeeping or Engineering issues. Ensure the proper completion and follow through for all items.

Continuously update and maintain accurate records of hours of operation, recommendation lists, and business contacts. Ensure all staff continues to maintain our rapport with our vendors, including taxi drivers, restaurant owners/management, dry cleaner, Limousines, etc. Monitor the quality and service performance of hotel vendors (such as taxi drivers, et al). Correct any service deficiencies with them.

Monitor and ensure proper upkeep of all hotel vehicle maintenance.

Assist in ensuring all Guest Service team members are fully cognizant and knowledgeable in all emergency and fire procedures.

Ensure team members are aware of all hotel changes, policy changes, and/or procedural changes. Ensure the proper implementation of policy changes and monitoring content for successful application of them. Ensure the proper implementation, adherence, and comprehension of all special programs. Monitor and motivate to achieve desired and expected goals and objectives.

Maintain standards for office supplies. Re-order supplies on a pertinent need basis in order to achieve effective inventory and cost controls while avoiding shortages.

Prepare special reports and handle special projects and assignments as directed by the Guest Service Manager. Implement applicable policies and procedures deemed necessary.

May be assigned other tasks or responsibilities as required, circumstance necessitate or directed such as but not limited to: Night Bellman shifts / Driver shifts / Bellman shifts

MINIMUM REQUIREMENTS

EDUCATION: High School Diploma and College Degree Preferred.

SKILLS: Excellent communication, motivational and customer service skills.

PHYSICAL: Must be able to stand for long periods of time as a great deal of the job is spent on the floor.

PERSONALITY: Must be goal-oriented, self-motivated and customer satisfaction focused. Should have a very even disposition and able to handle stress effectively

SPECIAL REQUIREMENTS:

Hospitality experience necessary, with at least two years of experience as a Concierge, Guest Services Manager or Assistant Manager.

Must have basic knowledge in other areas of the Hotel Rooms Operations including Front Desk, Reservations, Valet, Housekeeping, and Room Service to better understand the interactions of these departments with Guest Services

Must have a Valid Virginia Driver’s License with a good driving record to include 0 - + points.

Must have an excellent knowledge of Richmond and Regional area of Virginia.

Full-time